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M
maxwinter2-gmail
September 1, 2024
Question

I'm trying to reconnect Chase bank accounts; two of the three are not showing in the Transactions tab. What can I do to get them back?

  • September 1, 2024
  • 1 reply
  • 0 views
I've already connected to Chase bank multiple times and disconnected the two missing accounts in the Chart of Accounts. When reconnecting the bank and ensuring the accounts are active in the Chart of Accounts, the 2/3 accounts are still not showing (only the checking account shows, not the two credit card accounts).

1 reply

R
Rea_M
September 1, 2024

We appreciate you bringing this matter to our attention, Max. We want to ensure this matter is addressed promptly so you can reconnect your Chase credit card accounts in QuickBooks Online (QBO).

 

Recently, we've been receiving similar cases where users like you are unable to connect their Chase accounts because they're missing from the available list. Rest assured that this case is currently being worked on with utmost urgency.

 

In keeping with this, I'd recommend contacting our Customer Care team so they can gather more details and come up with a fix. Additionally, you will be included in the list of affected users and receive regular updates on the progress. To do this, here's how:

 

  1. Sign in to your QBO company.
  2. Go to the Help (?) menu.
  3. Select the Search tab.
  4. Click the Contact Us button.
  5. Select the Using QuickBooks topic in the What can we help you with? page.
  6. Choose a way to connect (Callback or Chat).

 

Once you've reconnected your accounts, your most recent transactions will download. Ensure to categorize and match them to maintain the accuracy of your financial data.

 

I'll be here in the Community to provide a prompt response in case you have other bank connection concerns or issues about managing transactions in QBO. Please don't hesitate to leave a reply below. Have a good one. 

M
maxwinter2-gmailAuthor
September 1, 2024

Thank you, Rea. Below is a detailed summary of everything I've tried, and I will contact customer support when they are available.

 

 

Error Message:

  • "Sorry, an unexpected error has occurred. We could not fetch your account from your bank."

Steps I've Taken So Far:

  1. Attempted to Reconnect Bank Accounts:

    • I successfully reconnected my Chase bank account but encountered issues with two Chase credit card accounts that were not recognized in the Transactions tab.

  2. Checked the Chart of Accounts:

    • I verified that there were no duplicate accounts and that the accounts were not marked as inactive.
    • I tried to disconnect the problematic credit card accounts, but there was no option to do so directly.

  3. Made Accounts Inactive:

    • To prevent confusion, I made the problematic credit card accounts inactive in the Chart of Accounts.

  4. Created New Accounts in Chart of Accounts:

    • I created new accounts in the Chart of Accounts to replace the inactive ones.

  5. Reconnected Accounts After Making Changes:

    • I disconnected all bank accounts from QuickBooks and attempted to reconnect them.
    • I successfully reconnected the Chase bank account, but the two Chase credit card accounts were still unrecognized.

  6. Received Error Message:

    • While connecting the credit card accounts, I received the error message: "Sorry, an unexpected error has occurred. We could not fetch your account from your bank."

  7. Cleared Cache and Cookies in Chrome:

    • I cleared the cache and cookies in Chrome and attempted to reconnect, but the issue persisted.

  8. Tried on Safari:

    • I also tried reconnecting the accounts using Safari but encountered the same error message.

  9. Contacted Chase:

    • I logged into Chase's online banking platform, reviewed connected apps, and ensured that QuickBooks was connected correctly.
    • Chase Bank shows the message "You're already sharing data from these accounts" for the two credit card accounts, but they are not showing up in QuickBooks.
    • I tried disconnecting and reconnecting the accounts via Chase, but this did not resolve the issue.

  10. Tried Different Connection Methods:

    • I attempted to manually connect each credit card account individually, but both attempts resulted in the same error message.

  11. Explored Temporary Workarounds:

    • I considered manually importing transactions from Chase to QuickBooks as a temporary solution until the connection issue can be resolved.

Next Steps:

  • Contact QuickBooks Support: I'm sending you this summary to help you quickly understand the situation and provide targeted support.
P
PNW-CPA
September 23, 2024

running into a similar issue, so following in the event you had a resolution.

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